Apply ITIL expertise to customer support operations at Trimble Forestry, working remotely from British Columbia with teams across global time zones.
As Support Manager, you will shape a high-performing support function serving North America and APAC. You will improve incident management, queue hygiene, triage quality, and escalation readiness. Collaboration with Tier 2 management, Engineering, and Product teams supports continuous improvement.
Key Responsibilities:
- Optimize incident management and support queue hygiene
- Improve triage quality and escalation readiness
- Establish routines for continuous operational improvement
- Partner with Tier 2, Engineering, and Product teams
- Monitor service levels and performance across time zones
Requirements:
- Three or more years of software or customer support experience
- Progressive leadership experience developing support professionals
- Knowledge of incident management and service request handling
- Experience with ticketing platforms such as Salesforce or Jira
- Exceptional written and verbal communication skills
Bring ITIL knowledge, ticketing experience, and customer support leadership to Trimble Forestry's global service improvement efforts.
ITIL Customer Support Manager in Ottawa employer: Trimble
Trimble is an exceptional employer that fosters a collaborative and innovative work culture, empowering employees to take ownership of their roles while making a tangible impact on global challenges. With a strong commitment to diversity and inclusion, Trimble offers meaningful career growth opportunities and encourages continuous improvement through mentorship and support. Located in beautiful British Columbia, Canada, this remote position allows you to work with like-minded professionals dedicated to transforming the forestry industry and enhancing customer experiences across North America and APAC.
